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Stratasys Sr. Regional Support Specialist in Eden Prairie, Minnesota
Sr. Regional Support Specialist
Eden Prairie, MN, US
Job ID: 39984
Category: Customer Support & Advocacy
There’s a reason Stratasys is a world leader.
LOCATION: Eden Prairie, MN & (Open to Remote)
As a member of the Customer Support team, the Senior Regional Support Specialist (RSS) is responsible for the regional support activities including all three levels of support as needed. Assist in launching new products and providing advanced technical support of Stratasys products for field support engineers, customers, and resellers. Act as the liaison between the Field and the customer support team in HQ, and the technical representative for Customer Support to resolve issues and escalations.
Internal & External Customer Product Support
Provide remote support to customers, resellers and company field service personnel on products and applications
Provide on-site field support as needed regarding escalated issues
Will be required to travel to customer sites to resolve complicated technical issues or to provide training to customers or Stratasys field personnel. This activity may require work or travel outside of the standard work schedule
Ownership of escalated issues until solution is provided. Communicate any escalations promptly to the Customer Support management team
Interfaces regularly and effectively with customers and all groups within the company
Product Training and Documentation
Monitor all related service documentation so that it stays current and accurate by reporting changes to corporate
Provides back-up training for the technical trainer on an as needed basis. Conduct seminars and webinars for CS personnel
Participate on special projects and Company initiatives as needed
Helps define the training requirements for field service staff both direct and indirect
Mentor, assist and train newer FE’s to improve their technical and business acumen capabilities
Remain current on technical and process knowledge to properly answer questions; Able to provide prompt response to technical issues and capable of handling delicate business issues received from customers. Solicit assistance from others for resolution of these issues when appropriate
Communicate with field service engineers on new product related information (e.g. news items, tips, spare parts)
Develop technical product expertise including post model building applications. Able to assist FE’s and customers in determination of best part building capabilities
Acts as the primary resource for communicating technical product issues between the field and the corporate service groups in HQ
Product Testing and Improvement
Lead Customer Support regional involvement in all aspects of Beta phase and product launch of Stratasys solutions
Generate analytical reports to support continuous improvement
Submit and present reports on customer visits, training sessions, field problems and equipment
Plans, communicates and manages FCO implementations for region
2-year degree or higher in a technical, electrical, mechanical or related field.
8+ years related experience in customer support in a technical capacity.
Superior interdisciplinary communication and listening skills to interface with internal and external customers
10+ years of experience in Rapid Prototyping environment.
Technical aptitude of multidisciplinary equipment – mechanics, electronics and fluid systems combined with software, networking and computer hardware
Ability to multitask and prioritize workload
Ability to adapt to a fast-changing environment
Well-organized and able to perform administrative tasks in a timely manner
Ability to effectively convey knowledge to fellow employees and customers
Eager to learn to be a constant "source" of information & know-how
Able to deliver in stressful situations. Team player, but self-motivated and able to work independently
TRAVEL REQUIRED: 60 %
Stratasys (Nasdaq: SSYS), headquartered in Minneapolis, Minnesota and Rehovot, Israel, is a leading global provider of 3D printing and additive manufacturing solutions. The company's patented FDM® and PolyJet™ 3D Printing technologies produce prototypes and manufactured goods directly from CAD data for the aerospace, automotive, healthcare, consumer goods and education industries. Stratasys subsidiaries include MakerBot and GrabCAD, and the company operates the digital parts manufacturing service, Stratasys Direct. Stratasys has nearly 3,000 employees, holds over 1,200 granted or pending additive manufacturing patents globally, and has received more than 30 awards for its technology and leadership.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Stratasys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law. Please view Equal Employment Opportunity Posters provided by OFCCP here (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .